Copyright © Steeri Oy 2012
KayakPlus Dialog: Connec3ng CRM and Social media
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Kayak+ Dialog: Connec3ng CRM and Social media
• Customers can share content in social media and you can track content sharing (links in email)
• Gather data from social media and act upon; post to social sites – Manage your own social media channels (TwiDer, Facebook, Google+...):
• Possibility to extend data gathering and acMviMes to customers – IdenMfy customer to be the same in different channels: – Ask customer permission to deepen data:
• UMlize social media plugins in your landing pages (e.g. Facebook plugins hDp://developers.facebook.com/docs/plugins/) – Typo3 (used for Kayak+ Dialog’s content mgmt) provides Facebook social
plugins as an extension
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Integra3ng Facebook with your own services and content
Customer data
Web sites
”MarkeMng automaMon/ CRM”
Customers
Activation Customer dialog
Customer feedback Personalized content in Web site
Activate customers to your FB page or app
Identification with FB credentials
Utilizing FB content in your sites (social plugins, etc.)
Activate customers FB-friends to your FB or own web sites
Activate through FB posts. Utilize as one channel
Enriching your customer data with FB data
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Customer Data Mart
Integra3ng Facebook and TwiCer customer data
AuthenMcaMon
ConnecMng FB customer idenMficaMon to other
customer data Storing profiling and friend network data
(+ other relevant data)
CommunicaMon to social media
Queries and real-‐Mme updates
Facebook Connect + Graph API
Site personalizaMon
”MarkeMng automaMon/ CRM”
Web sites
TwiCer API
It is possible to uMlize FB and TwiDer APIs directly or use third party services (e.g. HootSuite, ThinkUp) for a more common API towards different social media
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Repor3ng in Kayak+ Dialog
• Enables cross-‐reporMng of all customer informaMon domains (web, social media, subscripMons, purchases...)
• Tools for dashboards, bursMng parameterized reporMng, OLAP analysis
• VersaMle visualizaMon
Steeri Oy Tammasaarenkatu 5
00180 Helsinki Tel. 010 217 6430 Fax. 010 217 6420
Email: [email protected] www.steeri.fi